Bianca Richmond
Snellville,GA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Global Payments
2023.12 - Current
- Managed inbound & outbound customer inquiries ensuring provision of timely, accurate, solution-oriented service for complex payment processing issues, while maintaining high customer satisfaction levels adhering to industry regulations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates for positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction to foster positive service experience.
Contact Center Representative
Regions Bank
2023.02 - 2023.12
- Develop and maintain client relationships to enhance satisfaction and support retention efforts
- Adapt and implement policies and procedures to improve customer experience while ensuring regulatory compliance.
- Participated in process improvement initiatives, resulting in streamlined operations and improved overall contact center efficiency.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
Customer Service Representative
TTEC
2021.06 - 2022.12
- Upheld strict confidentiality while professionally addressing customer inquiries and concerns
- Recommended process enhancements to boost service efficiency and effectiveness.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Department Manager
Walmart Supercenter
2020.05 - 2021.11
- Developed and executed marketing strategies that enhanced sales and profitability, ensuring alignment with business goals
- Fostered a supportive work environment that enabled staff to independently address customer requirements, improving service quality.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
ONLINE SHOPPER
Amazon
2019.06 - 2020.11
- Facilitated accurate order processing and delivery, ensuring customer satisfaction through meticulous attention to detail
- Updated inventory and product listings regularly, contributing to the maintenance of accurate online store information.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
Education
HIGH SCHOOL DIPLOMA -
Calvine High School
Sacramento, CA05.2009
Skills
- Problem-solving
- Detail-oriented
- Empathy
- Active Listening
- Critical Thinking
- Computer Proficiency
- Complaint Handling
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Building rapport
State
GA
City
Snellville
References
References available upon request
Timeline
Customer Service Representative
Global Payments
2023.12 - Current
Contact Center Representative
Regions Bank
2023.02 - 2023.12
Customer Service Representative
TTEC
2021.06 - 2022.12
Department Manager
Walmart Supercenter
2020.05 - 2021.11
ONLINE SHOPPER
Amazon
2019.06 - 2020.11
HIGH SCHOOL DIPLOMA -
Calvine High School
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